Changelog

Web Dashboard

Collection Dashboard

  • You can filter requests based on criteria such as request status, assignee, SLA breach status, time duration, and custom fields.

  • Use the filter called Requests with Tickets whenever you desire to see only tickets

  • Use the filters called Involves whenever you desire to see requests where your team members and users are included. This filter contains - request creators or replied users or mentioned.

  • Use the filters called Mentions whenever you desire to see requests where your team members and users are tagged. This filter contains - users mentioned in the thread.

  • You can click on Display on the right side of the dashboard to -

    • Group by requests by Assignee or Status

    • Add/remove columns for the list view.

  • On the Slack App DMs Collection, you can also filter the requests by Author

If your product edition is set to Internal Helpdesk - Requests will be replaced by Tickets in the Collection dashboard.

Search Requests

  • You can search any request using the ClearFeed ID (CF-ID) from the dashboard by clicking on the search bar.

  • You can find the CF - ID of a request from Slack or the web app.

Pro Tip: Hit Ctrl + K (Command + K on Mac OS) to quickly open the search bar

We will soon be adding the ability to search using keywords and phrases.

Request Drawer View

  • Clicking on any request will take you to a detailed view of the request

  • Send public replies and continue the conversation from this view

  • Change the assignee, modify the priority, and change the request status from this view

  • Tag Slack users on replies by adding @ and typing out their Slack handles. These users will be notified on Slack if they're tagged on replies.

  • Requests can be marked as Not a Request , which are then not tracked by ClearFeed. This means that these messages will not be shown in reports, nor have SLAs. Click here to learn more

  • Replies from the Virtual agent are shared on the web application for the agents to review and gain better context on the issue.

  • Send private replies to your team members by switching to "Internal Comment". This is similar to using 🔓emoji in a triage channel before replying to a message. These messages will only be visible to the support team and will not be relayed back to request channels on Slack.

  • You can send attachments from the web app as public and private replies. Open the thread where you would like to send attachments from the web app.

    • You will be able to see a clip icon, upon clicking that you will be able to attach the files

  • You can also delete the internal comments by hovering over the comment and clicking on the 3 dots to view the Delete option

Clearfeed Views

Views is a dedicated section on the ClearFeed Web app that helps you view requests/tickets across all Collections. Currently, we support the following views:

  1. All Requests: Displays all conversations across every Collection.

  2. Your Unsolved Requests: Displays requests that are in Open, In Progress, Pending, and On Hold state for a particular assignee. This is useful for responders to quickly view and work on requests assigned to them that are not yet Solved or Closed.

  3. All Unsolved Requests: Displays all requests that are in Open, In Progress, Pending, and On Hold state for the ClearFeed account. Useful for managers to get an insight into all requests that are not yet Solved or Closed.

  4. All Pending Requests: Displays all requests that are Pending. Useful for managers to identify requests that require a response from the requester.

  5. Unassigned Requests: Displays all requests that are not yet assigned to any user. Useful to filter out unassigned requests and quickly assign agents to work on the same.

View for Internal Helpdesk

  1. All Tickets: Displays all tickets across every Collection.

  2. Your Unsolved Tickets: Displays tickets in Open, In Progress, and On Hold state for a particular assignee.

  3. All Unsolved Tickets: Displays all tickets in Open, In Progress, and On Hold state for the ClearFeed account.

  4. All Pending Tickets: Displays all tickets that are Pending.

  5. Unassigned Tickets: Displays all tickets yet to be assigned to any agent.

  6. Requests without Ticket: Displays the conversations yet to be turned into tickets.

We will soon be adding the ability to add custom views

Download Requests

There are two places in the web app from where the requested data can be downloaded

  1. From the collection dashboard and views with the download button on the top right side corner as shown in the screenshot below (it downloads based on the applied filters).

  1. From the Additional Settings in Collection settings (you can specify the date filter while downloading) as shown in the screenshot below:

FAQs

  1. What are the limitations on attachments when uploading through the ClearFeed web app?

  • Number of Attachments: You can upload up to 10 attachments in a single message.

  • Maximum File Size: Each file can be up to 100MB in size.

  • Unsupported File Types: Certain file types are not supported. You can find a list of restricted file types in this article.

  1. How are messages with attachments handled in the ClearFeed web app?

  • When you send a message with attachments, two separate messages will be sent:

    • The first message contains the actual text or content of your message.

    • The second message includes the attachments.

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